If you want to meet interesting customers, you must first become an interesting person. Every time I give a customer a beauty treatment, "Yesterday, that's it!" People who always like to share interesting things with others must often have customers visiting beauty salons.
On the contrary, if, like a reporter, every time you really see a person, you ask, "Have you met anything interesting recently? It will definitely make people stay away from it. Standing with such a person will make you nervous.
Therefore, even if you know something interesting, you don't want to tell each other on your own initiative. If you really want to share interesting topics, customers would rather find a more optimistic and cheerful beautician to talk to. Because of this beautician, it is bound to cause a curse, thus forming a good customer relationship.
Some beauticians will complain, "I am so funny, why are I surrounded by boring people?" However, people who think that people around them are boring or despise others as waste are right as long as they know that they are boring!
Colleagues or customers around you are like a mirror, and you can reflect yourself. As long as you observe your colleagues around you, you can understand your current situation. When you are in a happy mood, beauticians with cheerful personality are easy to get together; When depressed, depressed beauticians will lean together. Therefore, the most important role in interpersonal relationships is self. The first step to cultivate interpersonal communication is to cultivate yourself.
Second, dare to speak and be good at speaking.
In the process of beauty, a beautician who is good at communication can make full use of his language communication ability to convince customers and make the work go smoothly. It can be said that the confidence and charm of speaking is a necessary condition for an excellent beautician.
A beautician who dares to speak and is good at speaking always makes people understand their intentions clearly, while a beautician who dares not speak and is not good at speaking often makes people misunderstand.
Undoubtedly, every beautician wants to speak with confidence and ease, and hopes that he can show extraordinary speaking charm in front of customers, which is closely related to his speaking level and skills. Dare to speak without being good at it; It is not good to be good at speaking but not dare to speak; Only by daring to speak and being good at speaking can we add wings to the tiger and produce good communication effects.
However, have we ever asked ourselves, "Can I talk?" This is a seemingly simple question.
This so-called "talking", that is, being good at talking, means that beauticians can express their thoughts, feelings and intentions. Accurate and free; Be able to analyze the truth clearly and vividly; Can easily, naturally, concisely and clearly let others hear and understand their own words. At the same time, a good communication beautician can measure customers' intentions and get useful information from conversations with customers; But also through talking, I can increase my understanding of customers and establish a very good and harmonious friendship with them. It can be seen that whether you are good at speaking and whether you dare to speak are both very important and cannot be neglected.
Dare to speak well plays a vital role in our life, career and even leisure and entertainment. In beauty salons, people who dare to speak and are good at speaking are loved and welcomed everywhere. She can make many strangers become old customers, solve problems and eliminate misunderstandings and barriers between people; It can comfort those who are depressed and unhappy, encourage those who are pessimistic and unwilling to make progress, and make colleagues around them happier, smarter, better and more effective.
In leisure and entertainment, people who dare to speak and are good at speaking can add fun to life anytime and anywhere. Whether with friends or family, she can make people happy, and everyone thinks she can have more fun than going to the cinema or ballroom.
At the same time, we often see many embarrassing situations encountered by beauticians who are not good at communication. Their words can't accurately and completely express their intentions, which makes customers feel very laborious, let alone have a * * * with customers, thus causing various difficulties in communication, affecting their work and bringing them a lot of distress.
A beautician who is good at communication can always make others clearly understand his intentions. A beautician who is not good at communication often makes others misunderstand; A beautician who is good at communication can always succeed happily in various occasions, while a beautician who is not good at communication is not easy to establish a good relationship with customers. It can be seen that how to improve our communication skills is very important to each of us.
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Question 2: How can beauty salons communicate with customers to prevent the loss of old customers?
Simply put, it is to establish the business philosophy of customer first, find out the key elements that have obvious influence on marketing, and constantly adjust the business strategy. Take appropriate measures in time to ensure the optimization of the whole service while optimizing the customer base structure, so as to win the favor of customers and maximize their contribution and loyalty. There are often many short-term behaviors in the process of cooperation between beauty salons and customers, which requires beauty salons to instill the benefits of long-term cooperation with customers, analyze the cost of their short-term behaviors, and point out that their short-term behaviors not only bring many disadvantages to beauty salons, but also waste resources and costs to customers themselves. Beauty salons should fully explain their bright prospects to old customers, so that old customers can realize that only by following the beauty salons can they get long-term benefits and avoid customers investing in competitors.
It is very important to follow up the investigation regularly.
In the beauty industry, many beauticians will take away a large number of old customers when they change jobs. The reason is that the managers of beauty salons don't understand the customer situation and lack effective communication and contact with customers. Only by collecting customer data in detail, establishing customer files, classifying management and grasping customer needs in time can the purpose of "controlling" customers be truly realized. Research shows that customers will be dissatisfied once every four times, and only 5% of dissatisfied customers will complain. Most customers will reduce the number of times they spend in beauty salons or turn to other beauty salons. Therefore, beauty salons must not measure customer satisfaction by the level of complaints, but should directly measure customer satisfaction through regular surveys. Samples can be randomly selected from existing customers, and questionnaires or telephone consultations can be sent to them to understand customers' impressions of the beauty salon environment and services. When collecting customer satisfaction information, asking some other questions will be very helpful to understand the customer's intention to spend again. Generally speaking, the more satisfied customers are, the more likely they are to spend money in beauty salons. It is also very useful to measure whether customers are willing to recommend our hospital and its services to others. Good reputation means that beauty salons have created high customer satisfaction. Understanding customer dissatisfaction can better improve and prevent the loss of old customers.
Make good use of emotional magic weapon
The end of the beauty salon's transaction with customers does not mean the end of the customer relationship. After the service, it is necessary to keep in touch with customers to ensure their satisfaction, and affection is an important way to maintain customer relations. Every day's visit, holiday greetings and a bunch of flowers will deeply impress customers. The owner of a beauty salon takes beautiful flowers and rich new year's goods every year on New Year's Eve to visit the hospital's most "loyal" customers' homes to understand their new needs and lay a good foundation for the continued service in the coming year.
Preventing the loss of customers is not only an art, but also a science. It requires beauty salons to constantly create, transmit and communicate in order to finally acquire, maintain and increase customers, forge the core competitiveness of beauty salons, and let beauty salons have the capital to stand on the market.
In the beauty industry, the beauty salon is a special entity, and the contact with consumers is face to face, which is a direct and concrete service. Beauty salons will inevitably encounter problems of one kind or another in the course of operation. Some young operators are blind in the management of beauty salons at the initial stage of operation because of their lack of sufficient experience. There are also many operators who have achieved temporary success at the beginning of their business, but ultimately failed because of their negligence in operation. How can we succeed? This requires operators to base themselves on the market and solve the following problems in a multi-level, multi-angle and multi-direction manner.
First, the market positioning of beauty salons
Beauty salons are large and small, but they are also an enterprise, and the market positioning work can not be ignored. Moreover, the market is neither static nor simple. Therefore, investors must thoroughly understand the market in many aspects, establish a clear and accurate goal, set their own market positioning, and imagine how to make the best positioning of the market in order to produce positive chain economic benefits. Of course, market positioning can't be achieved overnight, and it needs a comprehensive and profound investigation and understanding of the market, and then a detailed and thorough analysis and judgment, and finally a correct market positioning can be made.
Second, beware of fallacies in management.
Many self-made operators can finally achieve something. Although there are many successful factors, the most important thing is that they pay great attention to the mode of operation and are good at management in the process of operation. In fact, there are many mistakes in the management of many beauty salons, some of which come from the external peers of beauty salons. & gt
Question 3: How can beauticians communicate effectively with customers?
First, the rational type-dispel doubts
Rational customers are generally cool-headed, calm and rigorous, and rarely influenced by the external environment. When choosing products, we will not be influenced by advertisements, trademarks and gorgeous packaging, but choose products according to our own skin characteristics. I am well aware of my physical condition and never make hasty decisions. I like to listen to the beautician's advice, but I have doubts and don't believe it. Finally, I hesitate to give up the deal.
The most fatal weakness of such customers is doubt, and beauticians can seize this weakness to lobby. If the other party emphasizes the efficacy of the product ingredients, the beautician should make a pertinent comparative analysis of the products. If the other party pays more attention to the value of the product, the beautician should fully display the use value of the product. Beauticians should not be too enthusiastic, which will cause customers' dissatisfaction and disgust.
Second, habitual-providing personalized services.
Habitual customers are often willing to buy one or more frequently used beauty products, which are less affected by advertisements. At the same time, this type of customers, because they are familiar with the products they buy, generally do not choose carefully when buying, and the purchase speed is very fast.
For such customers, we should not ignore or neglect them just because they are regular customers. Beauticians must extend value-added services, honor and provide a series of perfect personalized services, and strive for and attract as many habitual households as possible.
Third, picky-don't argue.
Picky customers can be said to be the most troublesome. This kind of person will find fault from the composition of products, packaging to the distribution of gifts, which makes people feel as if they are facing the principal of a primary school.
Never argue, but also point out the unreasonable places. Wrong, it is a victory in theory, but it is difficult to make a deal.
Fourth, impulsive-guided by the situation.
Impulsive customers are out of rational control when buying products, and like to shop by feeling. Without seriously considering what you need in advance, it is easy to be influenced by advertisements, trademarks and even packaging. Most of these people start from their own personal interests and don't care about product performance and actual effect.
Faced with such clients, beauticians should not try their best to urge them to make a deal because of their impulse. They should take advantage of the situation from the perspective of professional ethics, introduce the characteristics of the products in detail as much as possible, and let customers feel that they are thinking of each other, thus facilitating the transaction.
Five, violent challenge method
This kind of customers are unreasonable, arrogant and withdrawn, subjective and stubborn, emotional, but the essence is still relatively simple.
When dealing with it, introduce and ask him in polite language. If he still refuses coldly and unkindly, when you are excited, you can immediately provoke the other party to want to defend yourself and prove what kind of person you are. Once the goad method is successful, it is easier to sell according to the situation, and sometimes it is easier to make a deal.
If beauticians want to overcome communication barriers with customers, complete product promotion and achieve perfect service, they must start from small details, have confidence in themselves and customers, and firmly believe that all customers have the demand and sincerity to buy. As long as they do all the work with the greatest enthusiasm and best service, they will be recognized by customers.
Question 4: How should beauticians talk to customers? Beauticians, manicurists and hairdressers have one thing in common: they love to chat with customers! Yes, many beauticians will chat with customers, and then they can follow the topic to promote the products in their stores. Of course, it is best to meet customers who love to talk, and customers who don't love to talk can only hold their breath. To be a popular beautician, you must first know what topics customers like to talk about!
First, aunt loves to pull home.
Many middle-aged customers like to go to beauty salons to chat. Most of these customers have good economic strength. Most of their children have been married at work, and chatting at home while maintaining health and beauty has become a special way for them to enjoy retirement. Therefore, these aunts and grandmothers like to chat with beauticians or friends in the same industry when they are in beauty care.
Second, white-collar OL does not like to talk about work
White-collar OL is a big consumer of beauty salons. Women in the workplace are usually busy enough to go to work, so they want to relax when they come to the beauty salon, so they don't want to talk about work, preferring to talk about women's fashion, beauty and skin care, emotional gossip and the like.
The topic of "liking" in beauty salons
1. Gossip and current affairs news
Entertainment gossip, current affairs news, food, and even TV dramas can all be said. When you are doing beauty, you are idle. Besides sleeping, customers are also willing to find some topics to kill time.
2. Family maintenance methods
If you want to be beautiful, only instruments or beauticians can't achieve the best results. If the beautician can give some small ways to maintain beauty at home without spending money, then customers will gladly accept it.
3. Children and puzzles
Female customers who already have children are generally willing to talk to beauticians about their treasures. However, many beauticians are just little girls born in the 1990s, and this topic can only be touched upon. Older beauty clients often regard young beauticians as their juniors. When beauticians are confused, they are happy to help them answer questions.
The topic of "blackening" of beauty salons
1. cosmetic
"My cosmetics are all imported and developed by myself, which is unique in the market." The beautician began to sell cosmetics or annual cards when she was talking. This is how most people feel when chatting in beauty salons.
2. Call it "Sister" when you meet.
Call me elder sister when you come in, no matter how old you are. The last thing a woman wants is to expose her age, so a beautician who is always called "elder sister" may step on a "mine".
3. Personal privacy
Some beauticians are very curious about the privacy of customers' occupation and income, and customers are very disgusted with this. Emotional privacy can be discussed, but the chatterbox must be opened by the customer first.
4. Shortcomings of other beauty salons
While praising your own instruments and cosmetics, don't forget to comment on other beauty salons. This kind of competition will greatly reduce customers' goodwill towards this beauty agency.
Let me summarize:
Communicate with customers happily, make customers feel relaxed and comfortable, and the beauty effect will naturally get twice the result with half the effort. From the perspective of beauty merchants, once the feelings are in place, customers will have a high degree of acceptance of the products and services of beauty institutions, and it will be natural to apply for cards, do projects and buy products.
Chatting with customers happily is a technical job. "It is not easy to be an excellent beautician ... Some customers want to go to the beauty salon to have a rest and don't want to be disturbed during nursing; Some customers want to exchange some interesting topics with beauticians or consultants, while others want to gain high respect ... This requires beauticians or consultants not only to have professional knowledge and skills, but also to have certain psychological counseling and social skills. " This is written in the internal publication of a well-known beauty salon.
Question 5: I am a novice beautician. How should I communicate with my customers? Well, you can treat your customers as your friends, give you professional advice appropriately, and say more professional knowledge can make customers trust you quickly, and you can also care about their love life.
Question 6: What novel have you written about how beauticians communicate with customers, but no! There are many such books! Taobao, bookstores and libraries have everything!
Question 7: What problems do beauticians encounter when talking with customers? The communication between beauticians and customers is a big problem in the operation of beauty salons. Communication is actually the beginning of a harmonious relationship. Good communication with customers is the key to providing effective consultation. Without good communication skills, a beautician may never get the opportunity to use her knowledge and talents to provide services to customers.
Conversation is our regular behavior, but not all conversations are successful communication. Good communication skills can help beauticians transcend the topic of beauty, and then extend to the level of expressing concern and understanding the psychological and physiological conditions of customers, thus establishing a good and harmonious relationship between stores and customers. The following is an introduction of effective communication methods, which provides a framework for beauticians to create more effective communication skills, improve the harmonious relationship with customers, and then create good results that meet the specific environment and needs of beauty salons.
Yixiaoxiao service
Smile is the most common language in the world. If you approach someone with a smile, even if the other person is emotionally unstable, he will appear cheerful because of your smile. The so-called "opaque" is the truth. But if you force some smiling faces, this kind of smile will make the guests bored, so the smile must be sincere and heartfelt.
Second, introduce yourself to others.
80% of sales success depends on self-introduction, which shows his importance. A good and proper self-introduction can not only eliminate the embarrassment of being mistaken for an assistant, but also gain the special attention of the customer by offering help or explaining the purpose of your conversation, and show your concern for him.
Third, be good at listening and asking questions
"A talkative person must be a good listener" does not mean that a talkative person is good at listening to others. A good listener is a talker. God gave people a mouth, but their ears are a pair, which tells us that listening is more important than speaking. If you don't know what is most important to customers, you can let them go in one ear and out the other. Therefore, your suggestion will be regarded as priceless only after you fully understand the needs of customers. Being good at questioning is also an important communication skill. For example, if you ask "What cosmetics have you used in the past?" The answer you get will be "Have you tried this skin care product?" The answer is completely different. The former is an open-ended question, asking customers to explain what is important to them. Then the beautician can get specific feedback from customers on your understanding and suggestions. And make customers feel valued. If your customers think you care about them, they will listen to your advice.
Fourth, convey the message of trust and affirmation with emotion.
Emotional flicker is an important feature of facial makeup personnel. If you look forward to you, it will bring great significance. First of all, we should develop a trust relationship with customers, and then absolutely avoid sharing any specific customer's skin care information with other customers. In other words, beauticians should develop a good habit of keeping customers' personal data confidential, show a positive attitude towards the products and services they provide, make their careers more convincing, and enhance customers' trust in beauticians.
Five concise languages
Beauticians should try to explain complicated beauty information in simple and clear language and avoid using unfamiliar beauty terms.
Remember the customer's name.
Trying to remember the customer's name is the most powerful way to establish a harmonious relationship. When the customer comes for the second time, the beautician can call out the customer's name while saying hello, which will make the customer feel concerned and valued, thus invisibly bringing the relationship with the customer closer.
Customer's follow-up service
It is indispensable for beauticians to provide follow-up services to customers. Due to fierce market competition, stores should turn passive into active, actively develop existing customers and strive to consolidate existing customers.
Question 8: As a beautician, I don't know how to talk and communicate with customers. What should I do first? Praise her and talk about what she often does. The center is to praise customers and close the distance.